Smith & Wesson Customer Service - or Lack Threrof.

[Waveski]

Thanks for the advice. I once made the mistake of actuating the trigger assembly of a SPO1 while it was removed from the frame. I somehow managed to find the tiny spring that launched itself across the room ; I had to place myself at the mercy of a Ruger 'smith to reinstall it.

It was a very unpleasant experience. Never again.

 

[243winxb]

Sent my M29-2 back on April 27, 2018.
Estimate came in the mail on Friday the 13th. 7/13/18.

See post #40 for the work done.

Delivered by FedEx today, Aug 15, 2018. Took 3 months and 17 day. S&W was on vacation for 2 weeks, during.

Fired 20 rounds slow and 6 double action.

I was surprised to see a new trigger included with the rest of the old parts. Total cost $148, shipping and all.

Works great,all good. Thank you Smith and Wesson.

 

[Waveski]

243 - They sent you the old parts? That sure helps figure out what was done.

It sounds like the common theme between our two service experiences are : Slow , but well done in the end.

All things considered , I believe that I'll box up my Highway Patrolman and send it to 'Smith. It's been down for a while now ; I can wait.

 

[243winxb]

Waveski, at least you won't have to wait 2 extra weeks , while S&W is on vacation.

Yes, S&W sent the old parts they replaced.

 

[dwstone1227]

I can substantiate your problem with S&W. I sent them in my Texas Ranger, 357. It would fire the first round, but the trigger failed to come back when the trigger was pulled the second, third, fourth or fifth time. I called S&W, got a return merchandise authorization. They confirmed receipt of the revolver on 7/25/18. I called them last week after nearly one month. I was told to not expect any evaluation until 9 weeks AFTER they had received the revolver. At about that time they will contact me about a cost to repair the item. This revolver is a Performance Model, unmodified. It should go bang every time the trigger is pulled for over a lifetime.

I was disappointed when it failed me the second time I pulled the trigger and nothing happened. My disappointment has not been alleviated by S&W support to date.

 

[Waveski]

I hear you. If your case turns out similar to mine , the response time will be a bit less than what you were told. And , the charges were reasonable.

That ain't much , but it's something. ..

 

[paulsj]

I suspect large part of the problem are S&W owners. If I lad 30, 40,....year revolver I would not expect original manufacturer to do the work. Try to think of your local gunsmirh as you do of automobile mechanic.

 

[crestoncowboy]

I just contacted smith last night about my 329 pd falling apart. It has roughly 300 44 specials and 50 magnums through it, purchased January last year. The cylinder latch fell off, among other things, the latch won't tighten back even to finger tight it just spins. The crane has smacked the frame enough to cause a shiny spot as well. They emailed back this morning to get the info for the free shipping label. So far so good
I considered making a thread but didn't figure there was interest. I'm not upset already, like most customer service threads I see, and have never dealt with sending a gun back so I'm completely in the dark. Definitely an un biased perspective. Their response time was good at least.